A Lenskart executive has publicly accused Air India Express of mistreating her 71-year-old mother during a flight from Kochi to Bengaluru, sparking a response from the airline. Aanchal Jain, the head of Global Brand Experience at Lenskart, took to LinkedIn to share her mother’s distressing experience, which she claims occurred during a recent flight delay.
According to Jain’s post, the flight from Kochi to Bengaluru, which was scheduled to depart at a regular time, was delayed by several hours without any clear explanation from the airline. Boarding finally began at midnight, and Jain alleges that during this process, her elderly mother, who was traveling alone, was singled out by the airline staff. Jain claims that her mother, who requires assistance due to her age, was asked to leave her wheelchair and walk to a dimly lit area where her luggage was kept.The treatment reportedly caused considerable distress to her mother, who was already in a vulnerable state as a senior citizen traveling alone. Jain expressed frustration over the lack of care and attention provided to her mother, particularly when she was already in need of assistance due to her age and condition.In her LinkedIn post, Jain wrote: “It’s deeply saddening to see such disregard for elderly passengers. My mother was singled out by the Air India Express staff and treated with complete indifference. She was made to walk unaided when she is clearly in need of support. The flight was delayed for hours, and there was no communication. It’s a sad reflection of how customer care is sometimes overlooked.”The post quickly garnered attention, with many users expressing sympathy and frustration over the treatment of elderly passengers, especially those traveling alone. Jain’s account has sparked a broader conversation about the need for airlines to improve the care and support they offer to elderly travelers, particularly in cases where they have mobility issues.In response to Jain’s claims, Air India Express issued a statement addressing the incident. The airline expressed regret over the experience and emphasized that passenger care is a top priority for the airline. A spokesperson for the airline assured that the staff involved in the incident would undergo further training to ensure such issues do not occur in the future.“We regret that the passenger had an unpleasant experience with us, and we apologize for the distress caused to her mother. Our staff is trained to assist senior citizens and passengers with special needs, and this incident does not reflect the standard of service we aim to provide. We have taken immediate steps to investigate the matter and ensure such situations are avoided in the future,” the airline’s statement read.While the airline’s response aims to address the incident, the accusations have brought attention to the challenges faced by elderly passengers, particularly those traveling alone. Jain’s post calls for greater awareness and sensitivity toward elderly passengers’ needs, and for airlines to enforce better policies for handling such cases with the care they deserve.This incident highlights the importance of customer care, particularly for vulnerable passengers, and raises questions about how airlines can improve their services to cater to the needs of elderly travelers. It also emphasizes the need for proper training and clear communication during flight disruptions to ensure that passengers feel safe and respected, regardless of their age or circumstances.
